Account Handler - Personal Lines

Job title Account Handler: – Personal Lines

Reports to: Team Leader

Regulatory Regime SMCR: – Conduct Individual

Date: 26/01/2020

Job purpose

  • To provide a complete professional service to prospects, clients and account executives in respect of quotations, adjustments, renewals and claims for all classes of personal lines insurance.
  • To provide the highest standards of customer care, service and client retention while working towards business growth and common business goals whilst maintaining regulatory compliance at all times.

Key accountabilities

  • Specific duties and responsibilities include, but are not limited to, the following:
  • Liaising with clients directly in the broking, processing and daily administration of new business, mid-term alterations and renewals .
  • Working with business strategy and support the development plans for retention and growth of income.
  • Provide complete professional insurance advice and service to existing clients
  • Negotiate with underwriters to find the most suitable insurance for client at the best price
  • Ensure clients understand the terms and the extent of the cover provided in line with industry regulations
  • Arrange specialised types of insurance cover in complex cases through negotiating with insurers.
  • Develop and maintain networks/formal channels within and outside the Company to gain information and develop own breadth of awareness and understanding
  • Ensuring the adherence to New Business and Renewal timeline procedure
  • Work closely with Account Executive on new business cases and renewals
  • Ensure the highest standards of customer care, service and client retention
  • Provide less experienced staff with support (i.e. technical and underwriting expertise) as and when required
  • Liaise with Claims Department to gather information on clients claim history and impact this will have on future business
  • Raise debits and credits in an accurate and timely manner and liaise with accounts when necessary
  • Create and update both computer and paper-based records
  • Carry out periodical reviews on systems and processes currently in place within own areas of responsibility to improve efficiency going forward
  • Keep abreast of and assess the impact of external (such as legal and regulatory) changes as they relate to the role
  • Carry out such other duties and responsibilities as the Board may request from time to time

Conduct Rules

  • You must act with integrity
  • You must act with due care, skill and diligence
  • You must be open and cooperative with the FCA, the PRA and other regulators
  • You must observe proper standards of market conduct

Key knowledge and skill requirements

Knowledge and Skills

  • Computer literate, with a working knowledge of computerised insurance systems
  • 5 GCSE’s at grade C or above (or equivalent) including English and Maths. This may be waived in lieu of extensive related experience.
  • Preferably experience in Open GI system, although training will be provided
  • Professional qualification – CII or working towards professional qualifications (desirable)
  • Interpersonal / Communication skills
  • Flexible and adaptable to change
  • Collaboration and teamwork
  • Strong trading skills
  • Strong organisational skills

Knowledge & Ability

  • knowledge of terms and conditions of policies offered, including ancillary risks covered by such policies
  • knowledge of applicable laws governing the distribution of insurance products, such as consumer protection law, relevant tax law and relevant social and labour law
  • knowledge of claims handling
  • knowledge of complaints handling
  • knowledge of assessing customer needs
  • knowledge of the insurance market
  • knowledge of business ethics standards
  • necessary financial competence


  • preferably at least 2 years Personal Lines insurance experience